Xfinity chat agent misinformed me about service. Follow-up support is a mess.

Hi user_fe8504 I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: com/xfinityassistant/?channel=xMobile

Yes, I used the chat feature, which, in part, led to where I am today. I also reached out to 1 (888) 936-4968, which is when I spoke with the agent who said she would get back to me in a few days to see whether I'm eligible for service (which, according to the email I just received, has now morphed into 10 days). She also indicated she couldn't do anything about me being overbilled because she's not a part of Xfinity Mobile. From my perspective, Xfinity Internet could enter in their system that I never cancelled Internet service, and this would remove the additional $50/mo. overcharge on my Xfinity Mobile bill. But, of course, that's not being done.

I was promised a lot of things, and nobody from Xfinity seems to care to fulfill these promises. At this point, it seems like Xfinity purposely misrepresented their services to me in order to get my credit card on file and committed to paying continual monthly overcharges for a situation in which I have no say or control over. Thus, I continually contact Xfinity employees in an attempt to straighten out the situation. Unfortunately, they continually point me to someone else to take care of the problem, and those people point me to someone else, or point me back to the team who pointed me to them in the first place, or they simply say, sorry, I don't have authorization to help you.

Is there a way for me to actually talk to someone who is accountable and has authority to make decisions about your company's promises, services, and billing? It seems every part of your company is disconnected from the other; thus, it's impossible to speak to someone on a systemwide scale and ask for either the services be provided that were promised at the dollar amount that was promised, or ask that all services be cancelled and 100% of my money and ongoing commitments be refunded.

XfinityChristy:

I'm wondering if I'm attempting to follow your instructions above from the wrong page. I go to www.my.xfinity.com and sign in. The icons at the top left of the page are My Xfinity, Change Plan, Support, and My Account. The icons at the top right of the page are Email, Xfinity Stream, Xfinity Home, Xfinity xFi, Voice, Xfinity Mobile, View My Bill, Account Settings, and Sign Out. I don't see the text bubble Direct Messaging icon you describe. If I click the "Support" menu item, I get the following:

400 Bad Request

Request Header Or Cookie Too Large

Open Resty /1.21.4.1

Thanks!

Xfinity Christy:

I figured it out., The chat bubble is at the top of this forum page. I posted a direct message and Xfinity Angie has responded to my message.

As requested, I communicated through the chat bubble and explained the initial bait and switch sales pitch with Jonathan from Xfinity. I indicated nobody wants to take responsibility for what was promised. They said they would not honor the $100 connection fee Jonathan promised to me and explained he did not have the authority or expertise to provide me with such a quote; therefore, it's not binding. They said it would instead cost $35,816.00 to connect my home to Internet service. I said I can't afford that amount, and I asked for either a refund of the money I have spent or for the $50 monthly fine for not having Internet service to be waived. The person I was chatting with said they did not have the authority to do this and asked a Resolution Specialist from Xfinity Mobile to call me to further discuss the matter.

Derick from Xfinity Mobile called me, asked what was going on, and then told me he only has decision making authority for Xfinity Mobile, and that he has made a decision to charge the extra $50/mo. penalty, and the decision is final. He said, since I'm barely past the 14-day return window, if I switch my service, I will be charged the full price of the phones, which is over $1,200. He then recommended I talk to Xfinity Residential, since they are the ones who want to charge my over $35,000 instead of the $100 Jonathan originally promised. I explained I already talked to Residential, and each time they point me back to Xfinity Mobile. He had no further resolution for me other than to call Xfinity Residential again. At that point we agreed I would place one last call to Xfinity Residential to try to get a resolution. Afterward, my next steps will need to be to file a lawsuit against Xfinity Corporate and put in a claim with the Better Business Bureau. 

That said, and even though I've saved all of my chat conversations and documented my phone calls, I expect Xfinity has built in language into the contract that allows them to legally get away with the bait and switch they pulled on me. I expect it has to do with having a central sales agent whom promises whatever the customer wants to hear. Once the bank account routing number and credit card is on file, it turns into two separate agreements with separate subsidiaries of Xfinity. Each subsidiary then simply points the finger at the other one and refuses the customer's requests to be able to speak to someone who is accountable for the company as a whole. Thus, the customer can never speak to anybody at the level of what the sales person, who represents both arms of the company, promised. Each subsidiary blames the other and says it's the other guy's responsibility to take care of what was promised.

I must say, it's a cleverly designed scam, and I am usually really good at staying away from scams and attempts to defraud me of my hard-earned money. What really got me was I had faith that Xfinity is a very large and long-lived company. It never dawned on me that they would be running a fraud scheme of this magnitude. It's shocking. 

It really comes down to simple facts.

* I received a flyer in the mail informing me Xfinity Internet is available at my address, and the address was spelled out in very large letters on the front of the flyer. IOW, it was printed specifically for my address.

* I contacted Xfinity customer services and was told my address could be serviced for $100. 

* At the same time, I was sold an additional plan to receive mobile phone service for a very good price, including free $600 phones.

* The Internet installer came out to my house and gave me conflicting information from what I had been previously told. The installer said an engineering team would contact me within two days in order to arrange a site inspection and provide me with an estimate of how much it would cost to connect. He said, he hoped Xfinity would waive any fines or penalties, since it was not my fault I was misinformed.

* The engineering team never contacted me, so I contacted Xfiinity customer service and inquired about why I was being given conflicting information. I was told a supervisor would contact me and look into it, and I might not have to pay anything. A supervisor never looked into it and never contacted me. 

* Instead of being contacted by a supervisor, the CSR sent a different installer to my house who said he put in another request for an engineering team to contact me, and I would hear back within two additional days. He wasn't sure what I would have to pay but hoped I wouldn't have to pay anything.

* Once again, the engineering team never got back to me. I continued to contact Xfinity Residential, and they would point me to Xfinity Mobile indicating they would need to resolve my issue. Then Xfinity Mobile would point me back to Xfinity Residential and say it was their problem. Meanwhile, I repeatedly requested to talk to someone in the company who could speak to both sides of the house. I was never put in contact with anyone with decision-making authority who could do so, Each person I spoke to said they did not have decision-making authority to resolve my issue.

* Yet another CSR told me they would escalate the issue, and an engineering team would contact me in a few days about installing my service. Instead of being contacted, I got an email saying they were looking into determining if my address qualified for service or not, and it could take up to 10 days.

* Finally, I complained to this forum to see if someone could give me information about what was occurring, and why I was receiving so much conflicting information. I was asked to create a private chat with Xfinity, which I did. After being pointed back to Xfinity Mobile and then repointed back to Xfinity Residential again, Xfinity corporate finally told me they decided it would cost a minimum of$35,816.00 to hook up my service and asked me if I wished to proceed or cancel my phone commitment. Note, that they did not send an engineering team to inspect my property and provide a real quote. I have no idea where the quote came from, and it was the first I had heard of it. I indicated it was too much money, and I would like to cancel my phone commitment. The representative indicated she would have Xfinity Mobile contact me to resolve the issue, and that further resolution was out of her hands.

* The next day, Xfinity Mobile contacted me and told me I was a few days late with the 14-day commitment to cancel the first line, and the second line return period had expired the day before. Note, when I complained to Xfinity corporate the day before, they indicated I could cancel the second line and said they would contact Xfinity Mobile for me. Of course, that was the day before Xfinity Mobile contacted me. By the time they got back to me, that offer was off the table.

* Each time I ask for additional information, I'm treated like I did something wrong. When I say that Jonathan misled me, I'm told it's not his fault; therefore, Xfinity does not need to honor any promises or commitments he makes to the customers he sells products to. I find it coincidental that he's a sales person, and he is misinforming customers and then taking their money and having them sign contracts for services. I'm told these are not lies he's telling. It just appears that way to outside misinformed customers who don't understand the Xfinity business model. Instead of holding Jonathan accountable for the service agreements he makes with Xfinity customers, it's better to charge me an additional $1,300.00 penalty. Simply taking the phones back and canceling the plan or just waiving the penalty fee altogether, so I can enjoy the same rate as 99% of other Xfinity Mobile customers is not an option, because poor Jonathon was never told that any distance above 300' from the service drop is not serviceable to anyone but the very rich. Therefore, he is allowed to continue selling the plans.

In all seriousness, are you guys really attempting to justify your actions in fining me $1,300.00 for not knowing it would cost $35,816 to connect my service instead of the $100 I was promised? Your company misrepresented your services to me and made a plethora of false promises you never intended to keep. By the time I figured it out, I was one day past the return period. Now you are justifying fining me $1,300.00, and your reason is that Jonathon shouldn't be held accountable for misinforming me about the plan. Well, what about the rest of the Xfinity staff who continually baited me with false promises and false hope. I have barely gotten a single straight answer from numerous Xfinity staff since this fiasco began. It has been a total comedy of errors, and I'm the one being held accountable for your company's ineptitude.

"As for mobile, I suggest getting back with them and going over it again, but calmly [I know that might be hard because of all the frustration] but remember they don't really know all that happened and was discussed with Jonathan.  Start with the flyer and that Jonathan didn't fully understand what you were telling him, and that to "sweeten the deal" [on his end, btw], he lured you into a deal for the phones and then there wasn't any way you could get internet for the discount because the lines were not extended down to your house, therefore, absolutely no internet could be installed unless you paid the price for a new car."

That's exactly what I have already done. I was super polite about it and explained the situation in a calm manner. As soon as I was finished explaining what had occurred, the Xfinity Mobile Resolution Specialist--Derek--said he had final decision-making authority on the matter, and his decision was to deny my request to return the phones. When I indicated I was within my 14-day window, he pointed out, I was incorrect because the count started the day the phones were shipped instead of the day the phones were activated as I had supposed. The second phone had been within the return period when I had requested to return it, but since it took a day for Derek to get back to me, after I asked to return the phones, he was able to successfully deny my request.

At no time did I mistreat, talk down to, or humiliate Derek. I can say, from the second he introduced himself to me, I could tell he was going to deny me. He seemed to take pleasure and joy of the situation and the power and control it gave him over me.

IMO, Xfinity is the worst company on earth. I've never seen anything like it in my life. It is an absolute bait and switch scam company. People continue to attempt to convince me it is not. But if it were an above the board honest and ethical company, and something like this occurred, someone from the company would step in and fix it right away. Instead, the burden is put on me.  IMO, this is because they scam so many people, so often, they've become immune to the harm they are doing to people. When a call comes in, instead of thinking, "this is outrageous, and I need to fix it," they think, "I'm so tired of these complaining customers, and I'm really going to take it out on this one."

I would go as far as to call this company evil in that it is purposely preying on its customers to make up for the fact that it has an antiquated and failing business model. How these people can look at themselves in the mirror and sleep at night is beyond me.

"As for mobile, I suggest getting back with them and going over it again, but calmly [I know that might be hard because of all the frustration] but remember they don't really know all that happened and was discussed with Jonathan.  Start with the flyer and that Jonathan didn't fully understand what you were telling him, and that to "sweeten the deal" [on his end, btw], he lured you into a deal for the phones and then there wasn't any way you could get internet for the discount because the lines were not extended down to your house, therefore, absolutely no internet could be installed unless you paid the price for a new car."

That's exactly what I have already done. I was super polite about it and explained the situation in a calm manner. As soon as I was finished explaining what had occurred, the Xfinity Mobile Resolution Specialist--Derek--said he had final decision-making authority on the matter, and his decision was to deny my request to return the phones. When I indicated I was within my 14-day window, he pointed out, I was incorrect because the count started the day the phones were shipped instead of the day the phones were activated as I had supposed. The second phone had been within the return period when I had requested to return it, but since it took a day for Derek to get back to me, after I asked to return the phones, he was able to successfully deny my request.

At no time did I mistreat, talk down to, or humiliate Derek. I can say, from the second he introduced himself to me, I could tell he was going to deny me. He seemed to take pleasure and joy of the situation and the power and control it gave him over me.

Once again, I'm being blamed for this company's predentary business model. "Oh, you weren't calm enough. Oh, you didn't explain the situation well enough. You deserve what you got."